All tickets submitted through the Web Widget include the URL for the page the user was on when the ticket was sent. Administrators can use triggers to add custom tags, agent assignments, and other actions to these tickets, based on the originating page, to streamline your ticket workflow.
Related articles:
For general information on triggers, see Triggers resources.
For example, let's say you are the administrator for a health care website, and you want to add the tag "peanut_allergies" to any tickets submitted through the Web Widget from a Help Center article about managing peanut allergies.
To add a custom tag to a ticket based on its originating page
- Click the Admin icon (
) in the sidebar, and click Triggers.
- On the Triggers page, click Add trigger.
- Enter a descriptive title for your trigger.
- In the section Meet all of the following conditions: use the drop-down menus to select the following options:
- Ticket: Channel
- Is
-
Web Widget
Click the [plus] and add another condition with the following options:
- Ticket: Comment text...
- Contains the following string
- In the text entry box: Enter the URL of the page you want to trigger the custom tag.
- In the section Perform these actions: select the following options:
- In the drop-down menu: Ticket: Add tags
- In the text entry box: Enter the text of the tag you want applied to the ticket (for example, peanut_allergies).
- At the bottom of the page, click Create trigger.
5 Comments
can I use RegEx on this section "Enter the URL of the page you want to trigger the custom tag"?
I have problem on creating trigger for my app page, cz the page have unique string like myapp.com/wheelchairforme or myapp.com/donationforearthquake
Thanks
Hi Tri -

At this time, our trigger conditions input fields do not support Regex. The closest option would be adding multiple conditions for different urls under Meet ANY of the following conditions and adding entries for both possible urls for the trigger to fire on.
Hope this helps!
Hi @Rebecca -
Thanks for your reply.
I have too much unique url, so I think it's painful to registered all unique url on that condition. So, I think my problem can be some insight to discuss by you and your team, hopefully it can be next big update from Zendesk.
Thanks,
Tri
Hi
Apologies if this is what Tri has asked, but I'm a little unsure, so I'm asking!
Our websites have a lot of unique sub-pages, so does the trigger require the full URL, or can it go by the first bit of a URL?
For example we have pages with URL's like 'bob.co.uk/application/322319204'. If I used the put in the URL as 'bob.co.uk/application' would the trigger still work?
Thanks
Hey Rupert -
I checked in with Rebecca, and she said that your question is a little different from Tri's, and that the trigger should work if you create a trigger condition: ticket comment text contains the following string: bob.co.uk/application. It should fire any time that first part is present.
Give it a try and let us know if you have any additional questions that we can help with.
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